Initial Business Response / [redacted] (1000, 5, 2016/12/28) */ Hello [redacted] , We do apologize for the delay and have sent you a direct email in regards to the refund request We have refunded you back via Transaction Confirmation Transaction XXXXXXXXXXX has been successfully ACCEPTED by the system Below is a summary: Transaction ID: XXXXXXXXXXX Payment Method: XXXX [redacted] Amount: USD (129.81) Customer Name: [redacted] You should see it appear on your account within a few business days We have waived the restocking fee due to the delay and apologize that this was missedWe had received the product less than month ago, but our timeframe for refunds are generally 2-business daysWe would be happy to offer you a discount on any future order, please call in and reference your name/order number and we would be happy to apply it
Initial Business Response / [redacted] (1000, 5, 2016/11/07) */ Hello ***, We do apologize for the inconvenience, this item was incorrectly marked in our system as a non-frieght item but happened to need to go freightThis is an error we are fixing immediatelyThe item itself to a residental would have cost near $*XX-XXX for delivery, we were taking the cost of the item in considerationIncluding fees and labor cost, we would have been losing money on the order (w/ the [redacted] This was unfortunately the minimum, and we agree that a refund is likely the best optionWe do apologize for the issue and the mistake and we want to make sure we take care of it ASAPWe have been in communication with you, almost daily about the solution you would like to go throughWe have refunded your payment [redacted] gives no confirmation but it should reflect on your order page now " This order was refunded Refund of [redacted] was completed on 11/07/ " Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ Hello ***, The restocking fee is charged because the item is being returned for a refundYour refund total will be We will be happy to process this for you, However we can not with a chargeback initiatedIf this is acceptable, we will post the transaction ID of the refund confirmation back to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings, I dont understand, there aren't any chargebacks pertaining to my accountThis is not going anyhwere I called Hifisound connection once again on Friday and one has emailed nor returned my callIf you can please contact me at XXX-XXX-XXXX Final Business Response / [redacted] (4000, 9, 2016/03/17) */ Hello ***, We have spoken to you over the phoneWe have refunded this payment with the 20% restocking fee as agree'd via Transaction Confirmation Transaction XXXXXXXXXX has been successfully ACCEPTED by the system Below is a summary: Transaction ID: XXXXXXXXXX Payment Method: XXXX Amount: USD (799.90) Customer Name: [redacted] This will take a few days to show up on your account (24-hours) but you should see it shortlyIf there is anything we can do to help, please reach out and call us Thank you Final Consumer Response / [redacted] (2000, 11, 2016/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your prompt response to the matter
Final Consumer Response / [redacted] (2000, 6, 2017/02/03) */ I, [redacted] , submitted a complaint against Sound Connection earlier this afternoonAfter filing the complain, and the threat of a Revdex.com complaint, the company has since issued me a refundThe complaint can be removed [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/03/29) */ Hello, We do apologize for the inconvenience, we had called you and asked if you would like this to be resent but had requested a refundA refund is inclusive of the 20% restocking fee, because of the large amount of the purchase, signature is requiredIf a package is sent without signature the insurance claims will only go up to $if lost or damagedWhich I am sure neither of us would like to cover the remaining portion of According to your tracking number https://www.fedex.com/apps/fedextrack/?tracknumbers=XXXXXXXXXXXX&language=en&cnt...⇄ The item was out for delivery on 2/17, attempted again on 2/18, again on 2/19, again on 2/20, and was finally returned back to us on 3/During this entire process we were not contacted or called onceThis is a time span of over weeksWe apologize you could not make arrangements with Fedex, but without us being contacted, there is not much we can do thereFedex had kept the package for over weeks There was no special requirements on the package, only signatureFedex will allow you to pick it up at their location, however you may of had the wrong locationPreferably we would have liked to be called either way Unfortunately, since we did call and request if you would have liked us to resend the package but had choose a refund, a 20% restocking fee is chargedGenerally this covers our cost of shipping, and associated labor and warehouse fees(As fedex will not refund us for the shipping out to you or the refusal shipping cost back)
[redacted] The buyer here had contacted on the 9th (less than a week ago) stating that his items were delivered damaged Unfortunately damage does occur and we do our best to deal with it immediately when it occurs We had asked the buyer for pictures of the damage to see the scope of the damage and to start the damage claim process with *** for the customer.The customer demanded a refund IMMEDIATELY (without sending the product back) and had kept arguing with usWe had offered the customer a FREE pickup request at his location, but the buyer had refused stating he wanted a refund before sending the items back This is not only fishy, but is no where near the standard process of any online companyWe are more than happy to take care of the customer We filed the FREE pickup request via *** Tag claim [redacted] We have told the customer that the item will be refunded on receipt As an online company, it will be frequent that we will receive different goods or even bags of rocks from what customers say they send us The pictures do not justify any sort claims the buyer is stating against the product or shipping process There is zero evidence of being used, as all items we sell new are newThe customer ordered a package system that requires our warehouse to pre build the package for the customer IF the customer requested we could have shipped the two items in retail boxes We pre build packages for free when the customer purchases the package, to save time on the install for the customer.The buyer has been responded back to on every email within hours, and he has called in and reached our agents on less than miniute hold timesThere has been ZERO run around, and we have said every time that we will pick the package up for FREE and provide a refund on receiptAttached are pictures of the damage the customer received You can see the customers claims are GROSSLY exaggeratedThe damage on the corner is likely due to being dinged during shipping, and a top view essentially shows no damage to the other box inside (in which the expensive item was double boxed) We are happy to refund the customer once the products are received, we are happy to schedule another FREE pickup for the customerThe label the customer is asking is provided with the *** driver and is put on the box for retrieval back to us For Damage claims, *** inspects the package as they return it back to us
That is correct, this was advertised for the standard setup replacementNot the JBL system We have refunded you regardless to your paypal account via trans id [redacted] Please let us know if you have any other concerns Thank you,
Complaint: ***
I am rejecting this response because: I have emailed pictures as customer service rep asked me to do after my conversation with him at 6:55pm on 9/18/2017, I emailed at 7:pm on 9/18/and got no response from customer service at all I emailed again on 9/22/as per policy at 9:am and still no response glad I involved the better business to get you to respond I want a replacement item shipped asap as specified, this is not a new product nor a shipping damage, the scotch tape on the speakers is a dead give away, no one can dispute the picture if you actually take a minute to look at it This was a damaged item that was sent back to you and shipped to me and is a real inconvenience since this is the second time "shipping damage" has happened I get a lot of items shipped and you are the only one who always gets "damaged"I also have not received any return shipping or any communication at all as of 8:am on 9/26/ I'm not asking a lot, ship new item so I can use it right away, an apology would be nice since this has happened twice Not really interested in more excuses
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/08) */
The picture you provided does not factor in the shallow portion of the boxThere is a hole in the recession in the center that adds this extra .25" As the mounting depth is measured straight down, the reason why your subwoofer is not fitting
is due to the size of the magnet
We do apologize, and had offered multiple solutions for this to be resolvedAs we stated in emails, the boxes are a custom fit for your vehicle, and if the subwoofer is not fitting, it likely never well without modifying the vehicle
Per one of your emails you claimed "Solution other than selling you more stuff"We are happy to work out discounts on a pair of speakers that would fit, however it was clearly apparent in emails that this would not have satisfied your requestIf this was an acceptable solution, we see no where in emails where you requested or wanted this option
Please call us at X-XXX-XXX-XXXX and reference your order number as XXXXXXXX and we'll get you squared away
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You clearly do not know your productIn this particular truck subwoofer box, there is no .25" recessionThere is no "shallow portion" of the box to factor inThe photo shows the correct mounting depth for the center of the subwooferYour company's knowledge of your product, and your inability to listen to your customer's is appalling
You have NOT offered "multiple" solutionsYou only offered one solution, and that was to buy additional products from you that would only make the fitment issues worseNONE of this would have happened if only ONE advertised dimension was correctThe mounting depthno "modification of the vehicle" is needed, if your dimensions of the product matched the description on the websiteThis is what I have been trying to say all alongSince your product description was incorrect, now I need to go through the expense of finding new subwoofers and possibly a new amp for them (to match the ohm load)
If your company had listened and read my emails, I'm sure this could have been resolved by now
Final Business Response /* (4000, 9, 2015/06/10) */
We had also offered for it to be returned for a refund within our first email, "We would be more
than happy to work with you however if you would like to possibly exchange or returnJust let us know." However this wasn't an acceptable solution either? And all the email messages we received stated that you refused to buy anything more from usWe apologize, but we are not able to send out free subwoofers, but we did offer a return for refundWe had asked you to call in to get this resolved or use our live chat portion
We have went through the entire soundstream catalog, including all discontinued products, and they only offer sub, beyond the shallow mount under 6" mounting, and it's rated at 5"You have not stated the subwoofers you are usingPlease examine the top right of the photo
In our last message we have stated to call and even a discount on another set of subwoofersIf this was not the resolution you were looking for, we apologize but you will need to let us know what you are looking for instead of us playing a guessing game
Final Consumer Response /* (4200, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I originally proposed a discount on a set of sub-woofers to resolve this issueThen I looked at your selectionThere are no subwoofers I would buy in your inventory that meet the air space requirements I needI do however need a amplifier kitSKU: Closeout-Package-447?
Initial Business Response /* (1000, 5, 2017/03/13) */
Hello ***,
I see you had emailed from "**@yahoo.com" on March 6th at 18:49:With no body but rather attached pictures of the invoice, and no damage showing to the caseThe representative requested pictures of the damage case through
email that you had spoken to
On March 6th 19:17:we responded back offering you a $partial refund if you wanted to keep the case (As we could not tell the damage) or if you would prefer a return to exchange or refundAnd to let us know how to proceed
From this point we had received no further information from youOr any further emails
On March 13th (Today) you had just opened a return request on Reverb for this item
We ask that you please use channels available to you to resolve this issueWe had received no further calls or emails from you, and the return request had only been set up today
We have went ahead and approved your return on reverb and you should be able to send your item back for a return or replacement through the appropriate channel
Thank you,
We have not received ANY emails from your email. Are you 100% sure you are sending to the right email address?Take a look at our screenshotYou can see we have received a total of emails recently (the only ones seen are the past issues).Our email again is ***@hifisoundconnection.com, we respond to all emails same day (our average response is hours, generally quicker during business hours). You are also welcome to call us again, or at anytime to ***. If no one was responding to emails, please call and we can try to see why. In this case, we are assuming you have a letter off in the email as we have received nothing.We are unfortunately unable to send a replacement until the one you have is returned. Please reach out to us at ***, and send pictures to ***@hifisoundconnection.com And we can help process a prepaid pickup for your items to return to our location. We are always happy to help and if you do not receive any contact, there is likely an issue as to why. Thank you,
Initial Business Response /* (1000, 5, 2016/07/01) */
The customer was refunded for the item that was not shipped through paypal for $One of the items was already shipped to the customer and a 3rd is being shipped from the manufactureIf the customer would like to return the other items
those can be refunded
The buyer has been responded to on multiple occasions, and has even replied to some of our emails to himThe buyer also stated that the box did not fit in the vehicle. We were provided the VIN of *** for troubleshooting purposes. It does not make sense to send a
replacement box for the buyer if the replacement did not fitWe had originally asked for pictures 2x on prior emails to the buyer with no pictures sent to us. For us to file a damage claim, pictures are required for refund/pickup purposes.The Vin provided to us did not work and we had asked the buyer for an updated VIN with no responseThe last email was sent to the buyer on sept 30thNo reply was sent to us after this date If in case the buyer is not able to attach pictures to an email (we understand that some buyers may not be more computer literate) we do have a number that buyers are able to text pictures to, we provide this as an option for any picture request.On Oct 13th, we received an email from ***, stating that the box arrived damaged and did not fit again.. We responded at Oct 13th 18:28:stating "Thank you for getting back to usWe apologize but it would seem that we already asked you a couple of pictures showing the damage of the box that you received for documentation purposesOnce we received the photos, we will make sure to get back to you right awayWe hope to hear from you again soon!"On Oct 17th, we received another email from *** asking for a follow up. We responded to that email within an hour, again asking for pictures.On Oct 18th the buyer called us and we stated we needed the pictures and asked to be sent some regarding the damageOn Oct 22nd, we received another email from ***, asking about the returnNo pictures attached.On Oct 22nd, We authorized the return and set up a pickup with *** (without receiving pictures)Claim # ***This was processed at 12:28.Oct 23rd is when Revdex.com case was received by Hifi. We have been in communication with the buyer from the very beginning on all emails sent to us, the buyer has even made use of our hotline and has had no trouble reaching us through the phone. We are available days a week and can be reached anytime. At this current time there is a pickup case with *** and this should be resolved shortly through a refund at the buyer's request
Initial Business Response /* (1000, 5, 2017/06/07) */
Hello,
We do apologize for the inconvenience of this orderThere were a couple hold ups on this order (as explained) that are/is currently preventing us from refunded
One is due to the nature that you submitted a charge back, once a
charge back is submitted the process must go through that channel and the funds are held until final decision by the card issuerWe are not sure why at this point your card issuer has decided not to release any funds to you, but we are wanting to hear that side if you can please provide detailsDid the card company refuse to issue it? Waiting on details? Not sure what the time delay is on their part
Secondly, is due to the ageThis order was placed over months ago and the charge is physically not able to refund at this timeAny refund moving forward would have to be issued via an alternative means (such as paypal)We are willing to work with you on this, however this is dependent on the case aboveWe will not issue a refund if there is a pending chargeback case, else this poses additional risks for our endIf you were able to get a document for us from the card issuer stating that the claim was denied, we will have no issue sending a refund back
In regards to the claim itself, The items ordered were shipped
You had purchased a 11DS12l7, ZX1500.1, and a AK
What was shipped was a 11DS12l7, and the AKThe amp was on backorder and was put on a hold statusNo amp or "alternative item" was ever shipped, but only what was orderedWe had informed you about the amp within hours of the issueThe shipment was placed by you and the items were shipped out accordinglyUpon reviewing emails, there was no refund promised and the day the items were received we were notified of the chargeback, giving us no time to refund prior to you having opening a case?
And there lies the issue we were faced when a chargeback is openIt allows us not to refund while you have a pending investigation open with your card issuerWe understand your frustration completely and we do apologize, our goal is not to cause any inconvenienceOur hands our tied when the Claim is filedIf you would like to proceed with one of the two options presented above, we will help resolve this for you
Thank you
Initial Consumer Rebuttal /* (3000, 8, 2017/06/08) */
***Document Attached***
We placed an online order for a certain bundle packageYour company did contact us right away and stated they no longer have that amp availableWe right then asked for a refund.Your company repeatedly offered a inferior product in place of the original product we though we were purchasingEvery time when we requested a refund we got offered something "in place of" about or times your company finally stated we would be granted a refundThe next day we received a shipping notification that HiFi shipped us a packageWe immediately contacted our Bank who advised us to refuse the shipmentWe then contacted Hifi via telecommunication and advised your reps we declined shipmentThey were apologetic at that time and stated once they received the item back we would be granted a refundOnce this did not take place we filed a charge back as our bank suggested
During the process of the dispute *** was requiring more documentation to pursue the charge backI had called Hifi on multiple occasions about the refundThey stated exactly what you are saying that they cannot issue a refund wile under disputeThis I understandHowever your company stated they would send notification Via e-mail to city bank stating we are entitled to a refundI provided the direct e-mail address to the *** Dispute Center to your agents multiple times every time I was told they would notify City to issue a refundThis never happenedIf you check your records I have contacted hifi many times in which most times I'm told" the supervisor will call you back" Never once have we received a call From HiFi in the months we have been battling with your company for our refund
During this time our bank had settled the claim in your company's favor due to lack of Documents that your company repeatedly stated they would provide the bank
Here is documentation that this charge back is no longer in dispute
I will be looking forward to finally getting a resolution in regards to this
*** ***
Final Consumer Response /* (2000, 12, 2017/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***@gmail.com for PayPal Thank you
Final Business Response /* (4000, 10, 2017/06/14) */
Hello,
The day the items were returned is when we were notified of the charge back, not allowing us refund on arrivalIt's honestly odd to us why a bank would request information from us, as that's generally not a typical request during a charge back case
Unfortunately at this point the timeframe has passed *** us to refund to the card (we just tried), so we will need an alternate method to refund youWe can do via paypal if you have a paypal email you can provide usWe can have it sent back through that if that will work for you
Initial Business Response /* (1000, 8, 2017/03/14) */
Hello ***,
As stated directly in your message, the item was not opened, Shipping boxes are designed to be beat up during transit to prevent the items from being damagedWe had asked for you to open up the package and test the electronics
but we understand if you wanted to return the items instead
We had tested the subwoofers at our facility on return and found them to be in perfect working conditionWe had offered you a replacement for any item that may be damaged (again the package was unopened) but insisted on a full refundPlease keep in mind that we have no control over the UPS drivers in the area but could have added a signature to the package if desired
The 20% is a restocking fee for unwanted items, which does apply hereIf you would like to call us, we would be happy to set you up for a replacement and we can help ensure that the next box does not arrive in that conditionYou are welcome to call us anytime at XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2016/04/20) */
Hello ***,
We do apologize for any inconvenience on this,
We have refunded your payment via
Transaction XXXXXXXXXX has been successfully ACCEPTED by the systemBelow is a summary: Transaction ID: XXXXXXXXXX Payment Method:
XXXXAmount: USD (399.99) Customer Name: *** ***
You should see this appear within your account this week
Initial Consumer Rebuttal /* (2000, 8, 2016/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just checked my bank statement, the money is finally back in my accountThat's all I wanted
Initial Business Response /* (1000, 5, 2016/04/05) */
Hello ***,
We have reviewed the two calls placed with us, and we would be happy to provide the recordings back
The subwoofers you had purchased are Refurbished, We had offered you the brand new as exchange, these are sold at $499.95,
we had offered these at $260~, this is our cost meaning we are losing money on this order once you factor in shipping cost and credit card transaction fees
We do apologize and we meant ill intent by any of thisWe do see from your call records you had called earlier (today apr 5th) and would consider it, and then called back hours later at around 2pm~
We do ask that you give us more than hours to process a refund for youThe timeframes given to you were not the time it takes for us to process but rather for you to see it reflect on your accountWe have just voided your purchase because it has just been less than hours since purchaseSo your funds would have still shown as "Pre Authorized" these were never captured in the first place
We have voided the purchase (meaning we did not capture your payment) and you should see your preauthorized hold from your bank drop off within a few daysIt will depend on how fast your bank/card is till you see this drop off, but generally 1-days
If after this time you are still seeing issues, please contact your bank, and if they have any questions they are welcome to reach out to us
Hello **, We do apologize about the issue and we do see that the products were returned a few weeks ago to our location. The original cause for return was stated because you needed harnesses for the product that were not advertised in the packageWe understand that mistakes happen and is
why we set up the return for you the day of your call.Over a month past of no contact to us where you sent an email detailing that you were immediately filing a charge back for the product. We have records and RMA's of the emails being sent to you on May 18th at 19:00:53. If you had put the wrong email in our system, we apologize but the RMA was sent to you. I'm sure you must understand that after a full month of no contact, receiving an emailing stating you were filing a charge back is concerning. And at this point, a month is past our return window for a refund. After which we had sent you a prepaid label (at our cost), for a mistake which we believe can be chalked up to a assumption on the package being offered. We have informed you that with a chargeback case being opened against us that we would not be able to refund the item, and that the refund would need to be processed through your credit card company.We to this date have no received any confirmation from your bank of the resolution to the charge back, in your Revdex.com message you state that the charge back is still in process, so we are unsure what we can do to help you at this pointThe Chargeback will hold the funds until the case is resolved with the card issuer, as this ties our handsWe do agree that you did send multiple emails after Jun 12th, but the first email to us was stating you filed the charge back, and the rest of the emails only escalate from there. Again, this was over a month from when you first ordered, and when we first sent the RMA emails to you. We would appreciate that you contact us prior to any sort of escalation claim.Our transaction *** is currently in review with the card issuer and you should receive the refund through them. If you are wanting to resolve this through us however, we would be always happy to help
Initial Business Response /* (1000, 5, 2017/05/16) */
Hello,
We do apologize for the inconvenience, this was put into a refund processing back on May 11th and will take a couple business days to apply to your card as statedPlease allow at least one business week for the refund to processIt
has been less than business days
In regards to the product, this product was described as being "On order"
***
Here is a screenshot of the product page at time of purchase
We are not sure where you see "10" in stockIf you are looking at ***/***, please be aware that the listings on these sites will show longer handling times and estimated delivery dates based on the handling time needed to receive the product from the manufacturer
The order is in process of refund now and you should see it on your card shortly
Complaint: ***
I am rejecting this response because: there lying about my emails and there responsesBut after I called them and demanded they pick it up and give my money back they send a response that makes them look goodI will not recommend this companyI told them on the first one I received that they needed to pack it in more than just a box with no protectionAs long as I get my money back and get my son something for Christmas in place of this I’ll be fine!
Sincerely,
*** ***
Initial Business Response / [redacted] (1000, 5, 2016/12/28) */ Hello [redacted] , We do apologize for the delay and have sent you a direct email in regards to the refund request We have refunded you back via Transaction Confirmation Transaction XXXXXXXXXXX has been successfully ACCEPTED by the system Below is a summary: Transaction ID: XXXXXXXXXXX Payment Method: XXXX [redacted] Amount: USD (129.81) Customer Name: [redacted] You should see it appear on your account within a few business days We have waived the restocking fee due to the delay and apologize that this was missedWe had received the product less than month ago, but our timeframe for refunds are generally 2-business daysWe would be happy to offer you a discount on any future order, please call in and reference your name/order number and we would be happy to apply it
Initial Business Response / [redacted] (1000, 5, 2016/11/07) */ Hello ***, We do apologize for the inconvenience, this item was incorrectly marked in our system as a non-frieght item but happened to need to go freightThis is an error we are fixing immediatelyThe item itself to a residental would have cost near $*XX-XXX for delivery, we were taking the cost of the item in considerationIncluding fees and labor cost, we would have been losing money on the order (w/ the [redacted] This was unfortunately the minimum, and we agree that a refund is likely the best optionWe do apologize for the issue and the mistake and we want to make sure we take care of it ASAPWe have been in communication with you, almost daily about the solution you would like to go throughWe have refunded your payment [redacted] gives no confirmation but it should reflect on your order page now " This order was refunded Refund of [redacted] was completed on 11/07/ " Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ Hello ***, The restocking fee is charged because the item is being returned for a refundYour refund total will be We will be happy to process this for you, However we can not with a chargeback initiatedIf this is acceptable, we will post the transaction ID of the refund confirmation back to you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings, I dont understand, there aren't any chargebacks pertaining to my accountThis is not going anyhwere I called Hifisound connection once again on Friday and one has emailed nor returned my callIf you can please contact me at XXX-XXX-XXXX Final Business Response / [redacted] (4000, 9, 2016/03/17) */ Hello ***, We have spoken to you over the phoneWe have refunded this payment with the 20% restocking fee as agree'd via Transaction Confirmation Transaction XXXXXXXXXX has been successfully ACCEPTED by the system Below is a summary: Transaction ID: XXXXXXXXXX Payment Method: XXXX Amount: USD (799.90) Customer Name: [redacted] This will take a few days to show up on your account (24-hours) but you should see it shortlyIf there is anything we can do to help, please reach out and call us Thank you Final Consumer Response / [redacted] (2000, 11, 2016/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your prompt response to the matter
Final Consumer Response / [redacted] (2000, 6, 2017/02/03) */ I, [redacted] , submitted a complaint against Sound Connection earlier this afternoonAfter filing the complain, and the threat of a Revdex.com complaint, the company has since issued me a refundThe complaint can be removed [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/03/29) */ Hello, We do apologize for the inconvenience, we had called you and asked if you would like this to be resent but had requested a refundA refund is inclusive of the 20% restocking fee, because of the large amount of the purchase, signature is requiredIf a package is sent without signature the insurance claims will only go up to $if lost or damagedWhich I am sure neither of us would like to cover the remaining portion of According to your tracking number https://www.fedex.com/apps/fedextrack/?tracknumbers=XXXXXXXXXXXX&language=en&cnt...⇄ The item was out for delivery on 2/17, attempted again on 2/18, again on 2/19, again on 2/20, and was finally returned back to us on 3/During this entire process we were not contacted or called onceThis is a time span of over weeksWe apologize you could not make arrangements with Fedex, but without us being contacted, there is not much we can do thereFedex had kept the package for over weeks There was no special requirements on the package, only signatureFedex will allow you to pick it up at their location, however you may of had the wrong locationPreferably we would have liked to be called either way Unfortunately, since we did call and request if you would have liked us to resend the package but had choose a refund, a 20% restocking fee is chargedGenerally this covers our cost of shipping, and associated labor and warehouse fees(As fedex will not refund us for the shipping out to you or the refusal shipping cost back)
[redacted] The buyer here had contacted on the 9th (less than a week ago) stating that his items were delivered damaged Unfortunately damage does occur and we do our best to deal with it immediately when it occurs We had asked the buyer for pictures of the damage to see the scope of the damage and to start the damage claim process with *** for the customer.The customer demanded a refund IMMEDIATELY (without sending the product back) and had kept arguing with usWe had offered the customer a FREE pickup request at his location, but the buyer had refused stating he wanted a refund before sending the items back This is not only fishy, but is no where near the standard process of any online companyWe are more than happy to take care of the customer We filed the FREE pickup request via *** Tag claim [redacted] We have told the customer that the item will be refunded on receipt As an online company, it will be frequent that we will receive different goods or even bags of rocks from what customers say they send us The pictures do not justify any sort claims the buyer is stating against the product or shipping process There is zero evidence of being used, as all items we sell new are newThe customer ordered a package system that requires our warehouse to pre build the package for the customer IF the customer requested we could have shipped the two items in retail boxes We pre build packages for free when the customer purchases the package, to save time on the install for the customer.The buyer has been responded back to on every email within hours, and he has called in and reached our agents on less than miniute hold timesThere has been ZERO run around, and we have said every time that we will pick the package up for FREE and provide a refund on receiptAttached are pictures of the damage the customer received You can see the customers claims are GROSSLY exaggeratedThe damage on the corner is likely due to being dinged during shipping, and a top view essentially shows no damage to the other box inside (in which the expensive item was double boxed) We are happy to refund the customer once the products are received, we are happy to schedule another FREE pickup for the customerThe label the customer is asking is provided with the *** driver and is put on the box for retrieval back to us For Damage claims, *** inspects the package as they return it back to us
That is correct, this was advertised for the standard setup replacementNot the JBL system We have refunded you regardless to your paypal account via trans id [redacted] Please let us know if you have any other concerns Thank you,
Complaint: ***
I am rejecting this response because: I have emailed pictures as customer service rep asked me to do after my conversation with him at 6:55pm on 9/18/2017, I emailed at 7:pm on 9/18/and got no response from customer service at all I emailed again on 9/22/as per policy at 9:am and still no response glad I involved the better business to get you to respond I want a replacement item shipped asap as specified, this is not a new product nor a shipping damage, the scotch tape on the speakers is a dead give away, no one can dispute the picture if you actually take a minute to look at it This was a damaged item that was sent back to you and shipped to me and is a real inconvenience since this is the second time "shipping damage" has happened I get a lot of items shipped and you are the only one who always gets "damaged"I also have not received any return shipping or any communication at all as of 8:am on 9/26/ I'm not asking a lot, ship new item so I can use it right away, an apology would be nice since this has happened twice Not really interested in more excuses
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/06/08) */
The picture you provided does not factor in the shallow portion of the boxThere is a hole in the recession in the center that adds this extra .25" As the mounting depth is measured straight down, the reason why your subwoofer is not fitting
is due to the size of the magnet
We do apologize, and had offered multiple solutions for this to be resolvedAs we stated in emails, the boxes are a custom fit for your vehicle, and if the subwoofer is not fitting, it likely never well without modifying the vehicle
Per one of your emails you claimed "Solution other than selling you more stuff"We are happy to work out discounts on a pair of speakers that would fit, however it was clearly apparent in emails that this would not have satisfied your requestIf this was an acceptable solution, we see no where in emails where you requested or wanted this option
Please call us at X-XXX-XXX-XXXX and reference your order number as XXXXXXXX and we'll get you squared away
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You clearly do not know your productIn this particular truck subwoofer box, there is no .25" recessionThere is no "shallow portion" of the box to factor inThe photo shows the correct mounting depth for the center of the subwooferYour company's knowledge of your product, and your inability to listen to your customer's is appalling
You have NOT offered "multiple" solutionsYou only offered one solution, and that was to buy additional products from you that would only make the fitment issues worseNONE of this would have happened if only ONE advertised dimension was correctThe mounting depthno "modification of the vehicle" is needed, if your dimensions of the product matched the description on the websiteThis is what I have been trying to say all alongSince your product description was incorrect, now I need to go through the expense of finding new subwoofers and possibly a new amp for them (to match the ohm load)
If your company had listened and read my emails, I'm sure this could have been resolved by now
Final Business Response /* (4000, 9, 2015/06/10) */
We had also offered for it to be returned for a refund within our first email, "We would be more
than happy to work with you however if you would like to possibly exchange or returnJust let us know." However this wasn't an acceptable solution either? And all the email messages we received stated that you refused to buy anything more from usWe apologize, but we are not able to send out free subwoofers, but we did offer a return for refundWe had asked you to call in to get this resolved or use our live chat portion
We have went through the entire soundstream catalog, including all discontinued products, and they only offer sub, beyond the shallow mount under 6" mounting, and it's rated at 5"You have not stated the subwoofers you are usingPlease examine the top right of the photo
In our last message we have stated to call and even a discount on another set of subwoofersIf this was not the resolution you were looking for, we apologize but you will need to let us know what you are looking for instead of us playing a guessing game
Final Consumer Response /* (4200, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I originally proposed a discount on a set of sub-woofers to resolve this issueThen I looked at your selectionThere are no subwoofers I would buy in your inventory that meet the air space requirements I needI do however need a amplifier kitSKU: Closeout-Package-447?
Initial Business Response /* (1000, 5, 2017/03/13) */
Hello ***,
I see you had emailed from "**@yahoo.com" on March 6th at 18:49:With no body but rather attached pictures of the invoice, and no damage showing to the caseThe representative requested pictures of the damage case through
email that you had spoken to
On March 6th 19:17:we responded back offering you a $partial refund if you wanted to keep the case (As we could not tell the damage) or if you would prefer a return to exchange or refundAnd to let us know how to proceed
From this point we had received no further information from youOr any further emails
On March 13th (Today) you had just opened a return request on Reverb for this item
We ask that you please use channels available to you to resolve this issueWe had received no further calls or emails from you, and the return request had only been set up today
We have went ahead and approved your return on reverb and you should be able to send your item back for a return or replacement through the appropriate channel
Thank you,
We have not received ANY emails from your email. Are you 100% sure you are sending to the right email address?Take a look at our screenshotYou can see we have received a total of emails recently (the only ones seen are the past issues).Our email again is ***@hifisoundconnection.com, we respond to all emails same day (our average response is hours, generally quicker during business hours). You are also welcome to call us again, or at anytime to ***. If no one was responding to emails, please call and we can try to see why. In this case, we are assuming you have a letter off in the email as we have received nothing.We are unfortunately unable to send a replacement until the one you have is returned. Please reach out to us at ***, and send pictures to ***@hifisoundconnection.com And we can help process a prepaid pickup for your items to return to our location. We are always happy to help and if you do not receive any contact, there is likely an issue as to why. Thank you,
Initial Business Response /* (1000, 5, 2016/07/01) */
The customer was refunded for the item that was not shipped through paypal for $One of the items was already shipped to the customer and a 3rd is being shipped from the manufactureIf the customer would like to return the other items
those can be refunded
The buyer has been responded to on multiple occasions, and has even replied to some of our emails to himThe buyer also stated that the box did not fit in the vehicle. We were provided the VIN of *** for troubleshooting purposes. It does not make sense to send a
replacement box for the buyer if the replacement did not fitWe had originally asked for pictures 2x on prior emails to the buyer with no pictures sent to us. For us to file a damage claim, pictures are required for refund/pickup purposes.The Vin provided to us did not work and we had asked the buyer for an updated VIN with no responseThe last email was sent to the buyer on sept 30thNo reply was sent to us after this date If in case the buyer is not able to attach pictures to an email (we understand that some buyers may not be more computer literate) we do have a number that buyers are able to text pictures to, we provide this as an option for any picture request.On Oct 13th, we received an email from ***, stating that the box arrived damaged and did not fit again.. We responded at Oct 13th 18:28:stating "Thank you for getting back to usWe apologize but it would seem that we already asked you a couple of pictures showing the damage of the box that you received for documentation purposesOnce we received the photos, we will make sure to get back to you right awayWe hope to hear from you again soon!"On Oct 17th, we received another email from *** asking for a follow up. We responded to that email within an hour, again asking for pictures.On Oct 18th the buyer called us and we stated we needed the pictures and asked to be sent some regarding the damageOn Oct 22nd, we received another email from ***, asking about the returnNo pictures attached.On Oct 22nd, We authorized the return and set up a pickup with *** (without receiving pictures)Claim # ***This was processed at 12:28.Oct 23rd is when Revdex.com case was received by Hifi. We have been in communication with the buyer from the very beginning on all emails sent to us, the buyer has even made use of our hotline and has had no trouble reaching us through the phone. We are available days a week and can be reached anytime. At this current time there is a pickup case with *** and this should be resolved shortly through a refund at the buyer's request
Initial Business Response /* (1000, 5, 2017/06/07) */
Hello,
We do apologize for the inconvenience of this orderThere were a couple hold ups on this order (as explained) that are/is currently preventing us from refunded
One is due to the nature that you submitted a charge back, once a
charge back is submitted the process must go through that channel and the funds are held until final decision by the card issuerWe are not sure why at this point your card issuer has decided not to release any funds to you, but we are wanting to hear that side if you can please provide detailsDid the card company refuse to issue it? Waiting on details? Not sure what the time delay is on their part
Secondly, is due to the ageThis order was placed over months ago and the charge is physically not able to refund at this timeAny refund moving forward would have to be issued via an alternative means (such as paypal)We are willing to work with you on this, however this is dependent on the case aboveWe will not issue a refund if there is a pending chargeback case, else this poses additional risks for our endIf you were able to get a document for us from the card issuer stating that the claim was denied, we will have no issue sending a refund back
In regards to the claim itself, The items ordered were shipped
You had purchased a 11DS12l7, ZX1500.1, and a AK
What was shipped was a 11DS12l7, and the AKThe amp was on backorder and was put on a hold statusNo amp or "alternative item" was ever shipped, but only what was orderedWe had informed you about the amp within hours of the issueThe shipment was placed by you and the items were shipped out accordinglyUpon reviewing emails, there was no refund promised and the day the items were received we were notified of the chargeback, giving us no time to refund prior to you having opening a case?
And there lies the issue we were faced when a chargeback is openIt allows us not to refund while you have a pending investigation open with your card issuerWe understand your frustration completely and we do apologize, our goal is not to cause any inconvenienceOur hands our tied when the Claim is filedIf you would like to proceed with one of the two options presented above, we will help resolve this for you
Thank you
Initial Consumer Rebuttal /* (3000, 8, 2017/06/08) */
***Document Attached***
We placed an online order for a certain bundle packageYour company did contact us right away and stated they no longer have that amp availableWe right then asked for a refund.Your company repeatedly offered a inferior product in place of the original product we though we were purchasingEvery time when we requested a refund we got offered something "in place of" about or times your company finally stated we would be granted a refundThe next day we received a shipping notification that HiFi shipped us a packageWe immediately contacted our Bank who advised us to refuse the shipmentWe then contacted Hifi via telecommunication and advised your reps we declined shipmentThey were apologetic at that time and stated once they received the item back we would be granted a refundOnce this did not take place we filed a charge back as our bank suggested
During the process of the dispute *** was requiring more documentation to pursue the charge backI had called Hifi on multiple occasions about the refundThey stated exactly what you are saying that they cannot issue a refund wile under disputeThis I understandHowever your company stated they would send notification Via e-mail to city bank stating we are entitled to a refundI provided the direct e-mail address to the *** Dispute Center to your agents multiple times every time I was told they would notify City to issue a refundThis never happenedIf you check your records I have contacted hifi many times in which most times I'm told" the supervisor will call you back" Never once have we received a call From HiFi in the months we have been battling with your company for our refund
During this time our bank had settled the claim in your company's favor due to lack of Documents that your company repeatedly stated they would provide the bank
Here is documentation that this charge back is no longer in dispute
I will be looking forward to finally getting a resolution in regards to this
*** ***
Final Consumer Response /* (2000, 12, 2017/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***@gmail.com for PayPal Thank you
Final Business Response /* (4000, 10, 2017/06/14) */
Hello,
The day the items were returned is when we were notified of the charge back, not allowing us refund on arrivalIt's honestly odd to us why a bank would request information from us, as that's generally not a typical request during a charge back case
Unfortunately at this point the timeframe has passed *** us to refund to the card (we just tried), so we will need an alternate method to refund youWe can do via paypal if you have a paypal email you can provide usWe can have it sent back through that if that will work for you
Initial Business Response /* (1000, 8, 2017/03/14) */
Hello ***,
As stated directly in your message, the item was not opened, Shipping boxes are designed to be beat up during transit to prevent the items from being damagedWe had asked for you to open up the package and test the electronics
but we understand if you wanted to return the items instead
We had tested the subwoofers at our facility on return and found them to be in perfect working conditionWe had offered you a replacement for any item that may be damaged (again the package was unopened) but insisted on a full refundPlease keep in mind that we have no control over the UPS drivers in the area but could have added a signature to the package if desired
The 20% is a restocking fee for unwanted items, which does apply hereIf you would like to call us, we would be happy to set you up for a replacement and we can help ensure that the next box does not arrive in that conditionYou are welcome to call us anytime at XXX-XXX-XXXX
Initial Business Response /* (1000, 6, 2016/04/20) */
Hello ***,
We do apologize for any inconvenience on this,
We have refunded your payment via
Transaction XXXXXXXXXX has been successfully ACCEPTED by the systemBelow is a summary: Transaction ID: XXXXXXXXXX Payment Method:
XXXXAmount: USD (399.99) Customer Name: *** ***
You should see this appear within your account this week
Initial Consumer Rebuttal /* (2000, 8, 2016/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just checked my bank statement, the money is finally back in my accountThat's all I wanted
Initial Business Response /* (1000, 5, 2016/04/05) */
Hello ***,
We have reviewed the two calls placed with us, and we would be happy to provide the recordings back
The subwoofers you had purchased are Refurbished, We had offered you the brand new as exchange, these are sold at $499.95,
we had offered these at $260~, this is our cost meaning we are losing money on this order once you factor in shipping cost and credit card transaction fees
We do apologize and we meant ill intent by any of thisWe do see from your call records you had called earlier (today apr 5th) and would consider it, and then called back hours later at around 2pm~
We do ask that you give us more than hours to process a refund for youThe timeframes given to you were not the time it takes for us to process but rather for you to see it reflect on your accountWe have just voided your purchase because it has just been less than hours since purchaseSo your funds would have still shown as "Pre Authorized" these were never captured in the first place
We have voided the purchase (meaning we did not capture your payment) and you should see your preauthorized hold from your bank drop off within a few daysIt will depend on how fast your bank/card is till you see this drop off, but generally 1-days
If after this time you are still seeing issues, please contact your bank, and if they have any questions they are welcome to reach out to us
Hello **, We do apologize about the issue and we do see that the products were returned a few weeks ago to our location. The original cause for return was stated because you needed harnesses for the product that were not advertised in the packageWe understand that mistakes happen and is
why we set up the return for you the day of your call.Over a month past of no contact to us where you sent an email detailing that you were immediately filing a charge back for the product. We have records and RMA's of the emails being sent to you on May 18th at 19:00:53. If you had put the wrong email in our system, we apologize but the RMA was sent to you. I'm sure you must understand that after a full month of no contact, receiving an emailing stating you were filing a charge back is concerning. And at this point, a month is past our return window for a refund. After which we had sent you a prepaid label (at our cost), for a mistake which we believe can be chalked up to a assumption on the package being offered. We have informed you that with a chargeback case being opened against us that we would not be able to refund the item, and that the refund would need to be processed through your credit card company.We to this date have no received any confirmation from your bank of the resolution to the charge back, in your Revdex.com message you state that the charge back is still in process, so we are unsure what we can do to help you at this pointThe Chargeback will hold the funds until the case is resolved with the card issuer, as this ties our handsWe do agree that you did send multiple emails after Jun 12th, but the first email to us was stating you filed the charge back, and the rest of the emails only escalate from there. Again, this was over a month from when you first ordered, and when we first sent the RMA emails to you. We would appreciate that you contact us prior to any sort of escalation claim.Our transaction *** is currently in review with the card issuer and you should receive the refund through them. If you are wanting to resolve this through us however, we would be always happy to help
Initial Business Response /* (1000, 5, 2017/05/16) */
Hello,
We do apologize for the inconvenience, this was put into a refund processing back on May 11th and will take a couple business days to apply to your card as statedPlease allow at least one business week for the refund to processIt
has been less than business days
In regards to the product, this product was described as being "On order"
***
Here is a screenshot of the product page at time of purchase
We are not sure where you see "10" in stockIf you are looking at ***/***, please be aware that the listings on these sites will show longer handling times and estimated delivery dates based on the handling time needed to receive the product from the manufacturer
The order is in process of refund now and you should see it on your card shortly
Complaint: ***
I am rejecting this response because: there lying about my emails and there responsesBut after I called them and demanded they pick it up and give my money back they send a response that makes them look goodI will not recommend this companyI told them on the first one I received that they needed to pack it in more than just a box with no protectionAs long as I get my money back and get my son something for Christmas in place of this I’ll be fine!
Sincerely,
*** ***